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Business Profile

Data Storage

Dropbox, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Storage.

Important information

  • Customer Complaint:

    Dropbox Inc. came to BBB’s attention in June 2011. A review of complaints was completed in September 2024.  

    Consumers are encouraged to review the links below for information pertaining to billing, plans and cancellation.

    https://help.dropbox.com/

    https://help.dropbox.com/plans

     

Complaints

This profile includes complaints for Dropbox, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Dropbox, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 262 total complaints in the last 3 years.
    • 81 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/22/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have numerous unauthorized charges from this company. I am requesting no more charges and a complete refund.

    • Initial Complaint

      Date:10/18/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      When accessing Dropbox from the apple iphone iOS Files app Dropbox often freezes and the phone has to be restarted. Numerous users have reported this to Apple and Dropbox. They both blame each other and there is no resolution.

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a business account with unlimited storage through Dropbox. I currently have about 45TB stored. The rest of my team has another 17TB. I have a laptop with an 8 TB hard drive. I emailed customer service asking how I could download files to an external hard drive. They limit downloads through their web interface severely. They also cripple the bandwidth of downloading through their web interface. So I asked how I could download my files to an external hard drive. I suggested that there might be a way to do this through their app. I do have a Ph. D. In electrical engineering and I create, prototype, and evaluate algorithms for robotic surgery. I am a published researcher in that area. So I figure I probably have more insight than the typical customer or screen reader support agent. Before any reply was sent ***** marked my issue as resolved he then sent me a response that was a copy and paste reply that was in no way related to my question.I responded asking ***** to read my email and draft a cogent response. I received a condescending response from an ignorant ***** claiming that he had already responded and giving me no useful information. All I need is to download the files I have in the cloud I pay them for. I guess when they raised prices they didnt spend it on customer service reps who can read English or draft intelligent replies.All I need is their service I pay for. Dropbox would rather ignore me and pretend I should be happy they are actively preventing me from downloading the files I stored in the cloud storage I pay appropriately ***** usd for a year.

    • Initial Complaint

      Date:10/05/2022

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/1/22 my banking account was charged a yearly charge of $199 for a drop box upgraded account. I was inaccurately charged because I signed up for a free trial for a monthly cost of $12 per month. There was apparently a discrepancy with my submission because I did not request an upgraded account for $199. I tried to contact the business to cancel my $12 basic trial but was unable to do so due to the hurricane in *******, and I did not have any electrical service. I have made an attempt to contact the company, but have yet to receive a reply. I am requesting a refund.

    • Initial Complaint

      Date:10/04/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a plan from dropbox but they sent an email saying that I need to update I did and when I realized it charged me for a more expensive plan I did not need I called and they said they fixed it. When I saw the credit card statement I realized I was charged for the more expensive plan. I tried having the credit card company fix it but they could not and told me to go through dropbox. I have explained that I do not want the more expensive plan and asked them to fix it and refund the money they charged and they refuse

    • Initial Complaint

      Date:09/26/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Due to a change in circumstances, I downgraded from Dropbox Professional on August 14, 2022 at Dropbox's website. Via email on August 15, 2022, I requested a pro-rated refund of the $199.00 that I paid for my Dropbox Professional annual subscription on May 16, 2022. In an email dated August 15, 2022, ******, a representative of Dropbox stated, "I'm afraid we cannot provide a pro-rated refund for this charge." The email thread between me and Dropbox is attached.Dropbox is able to provide me a pro-rated refund. I could have requested a full refund, however, I am only requesting a pro-rated refund of the $199.00 as it was less than 3 months after my paid subscription restarted (which I have since cancelled).

    • Initial Complaint

      Date:09/23/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Signed up for Dropbox Professional to use for offline backup. Received an alert that the storage was full. When attempting to delete the storage files i received another alert stating that deleting files will not free up space and that I would need to upgrade to a different account in order to add more storage. This is nothing short of a PONZI scheme in my opinion and does nothing but require more money from the customer in an unethical fashion. I WILL NEVER do business with dropbox again and will make sure that social media is aware of this as well. I want a refund of my money immediately!

    • Initial Complaint

      Date:09/22/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Saturday, September 17, 2022 my Dropbox account was taken over by a hacker. I have been a customer of this company for almost a decade and pay for their 2T service. The hacker changed the recovery e-mail address, effectively ending my ability to make account changes or login. There is not a mechanism to speak with an agent or too chat with an agent unless you are logged in so I was forced to file a report with them. I did receive a response but it was vague in terms of next steps. After a day of not hearing, I reached out and asked that Dropbox secure my account and confirm that their platform has data redundancy. I received no response to this inquiry or to the two additional ones that followed. I wrote an e-mail to the *** and to the President expressing my concerns about my data security and received no response. On the evening of Wednesday, September 22, I discovered that the Dropbox app on my iphone enabled me to chat with customer service representatives, but their suggestions were not ones that I could implement without full access to my account. Additionally, the chats kept dropping and in the course of 30 minutes I spoke with 5 *************** I gave up. I decided to see if my laptop was still connected and found that it was though I still could not make administrative changes to my account. For the next several hours (until 3AM) I did everything that I could to download my data and remove it from Dropbox. I was fairly successful in doing so, but there is some data, mostly photos and documents that remain. At about 9:30 am, the hacker discovered that I was in the site and changed my ability to connect. The remaining data remains outside of my control. I am deeply concerned by the lack of response and moreover, the lack of care for data security from a company that I have trusted for so long. I have e-mail correspondence that I can provide if needed.

    • Initial Complaint

      Date:09/13/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a basic (free) Dropbox account that I use solely to access documents for a business client. Recently my credit card was charged three times for an account that is not mine. I used Dropbox's transaction lookup and the email associated with the charges is another business located on the other side of the country. I have disputed the charges with my cc company, but there seems to be no way to contact someone at Dropbox about a refund. The chat feature is a bot--completely unhelpful, and from their website it seems you must have a paid plan in order to speak with a real person. Furthermore, it seems others have experienced this same problem (based on convos in Dropbox community) and Dropbox refuses to refund the charges even though they are fraudulent.

    • Initial Complaint

      Date:08/25/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I got an offer popup when I logged into my DropBox account on 8/24 saying, "Get 1 GB free storage - Set up Dropbox Passwords and get 1 GB extra storage for free..." (see screenshot) I set it up but have not received the 1gb of storage. I sent an email to support but just got a canned response that did not have anything to do with it saying, "Your query today can be supported by our help center, chatbot, or our community; this ticket will be closed now."Please help me resolve this.Thanks,*****

    Dropbox, Inc. is NOT a BBB Accredited Business.

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